Organization: Fannie Mae
Location: Plano, TX (Hybrid)
Duration: Full-time
Schedule: Full-time, Hybrid Onsite/Remote
Language Requirement: English
Compensation: $107,000 – $139,000 annually + benefits & incentive program
About Fannie Mae
As a Fortune 25 company, Fannie Mae plays a central role in America’s housing finance system, helping families achieve homeownership and access affordable rental housing. The organization combines purpose-driven innovation, advanced analytics, and cutting-edge technology to expand access to housing opportunities nationwide.
Role Overview
The Capacity Optimization & Analytics Lead will serve as a key member of the Quality Intelligence & Employee Optimization team, leading efforts in workforce analytics, operational excellence, and data-driven decision-making. This role will directly influence strategic workforce planning, quality frameworks, and contact center performance—ensuring resources are optimized and business outcomes are achieved.
Areas of Impact
- Workforce Analytics & Optimization
- Analyze headcount, attrition rates, hiring trends, and productivity data to uncover insights and drive operational efficiency.
- Develop predictive models and workforce forecasts to optimize staffing allocation.
- Quality Assurance & Performance Insights
- Implement and manage standardized quality frameworks to enhance performance across client-facing teams.
- Translate complex data findings into actionable insights for business leaders.
- Strategic Planning & Reporting
- Partner with operations and sales performance teams to design dashboards and analytical tools (Power BI, Tableau).
- Deliver clear, data-driven recommendations for leadership on workforce challenges.
- Contact Center Resource Management
- Forecast call volumes, analyze staffing models, and monitor real-time service levels.
- Recommend resource allocation strategies to maintain operational effectiveness.
- Organizational Support & Innovation
- Enhance workforce analytics processes for greater accessibility and usability.
- Contribute to enterprise-wide human capital initiatives and organizational change efforts.
Candidate Profile
- Education:
- Bachelor’s degree in Business, HR, Data Science, or a related field (or equivalent experience).
- Bachelor’s degree in Business, HR, Data Science, or a related field (or equivalent experience).
- Required Experience:
- 4+ years in workforce analytics, operations, or business analysis.
- Expertise in workforce management tools (e.g., Verint) and contact center planning.
- Strong skills in data visualization (Power BI, Tableau).
- Knowledge of statistical methods and predictive modeling.
- Excellent communication and storytelling ability with data.
- Preferred Qualifications:
- 6+ years of relevant professional experience.
- Proven capacity planning and modeling expertise.
- Demonstrated success in improving workforce allocation and operational outcomes.
Why Join Fannie Mae?
At Fannie Mae, employees collaborate with industry experts to tackle some of America’s biggest housing challenges while using cutting-edge technology and AI. The organization fosters professional growth, offers competitive pay, and provides a comprehensive benefits package that supports physical, mental, emotional, and financial well-being.
Application Instructions
Interested candidates should apply directly via FannieMae.com/careers by submitting a resume and cover letter. Applicants requiring accommodations may request assistance through the company’s online system.
Additional Details
- Compensation Range: $107,000 – $139,000 annually
- Work Mode: Hybrid (with onsite requirements based on manager discretion)
- Incentives: Eligible for annual performance-based incentives
- Benefits: Health, Life, Lifestyle perks, and more
Contact
For further information, visit: FannieMae.com/careers.